Complaints

This profile includes complaints for Build-A-Bear Workshop, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Build-A-Bear Workshop, Inc. has 123 locations, listed below.

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• 

  Build-A-Bear Workshop, Inc.

  415 S 18th St Ste 102 Saint Louis, MO 63103-2269

  
• 

  Build-A-Bear Workshop

  24 Willie Mays Plaza San Francisco, CA 94107

• 

  Build-A-Bear Workshop

  1248 Broadway Plaza Walnut Creek, CA 94596

• 

  Build-A-Bear, Inc.

  228 Park City Center Lancaster, PA 17601

• 

  Build-A-Bear, Inc.

  2300 East Lincoln Highway Langhorne, PA 19047

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on May 27, 2024 after receiving an email about a free shipping promotion from Build a Bear and having a $10 coupon I wanted to use. I added extra items to my cart in order to reach the $75 limit for free shipping. The cart showed the discounts applied. After I placed the order, I noticed that the free shipping was not applied and assumed this was a computer error. I reached out to Build a Bear and am not satisfied with the response of ***** Services who said that the discount was not applied, and there was nothing they could do, because the subtotal was $72.89 after applying the coupon. According to the receipt, the subtotal was $82.90 and was not adjusted after applying the coupon! This was really deceiving when I placed the order as I thought, based on the subtotal, that I had enough items to meet the $75 limit. The webpage did not alert me that I no longer was getting free shipping after I applied the coupon. I certainly would have purchased another $2.11 more worth of merchandise if I knew that was needed to get free shipping!I had asked ***** Services if they could provide a refund or credit for the $10 (approximately) for what I paid in shipping and am really dissatisfied they are not acknowledging how the webpage invoice contributed to this misunderstanding. This is really poor customer service to argue that they will not honor my request due to a misunderstanding over $2.11.

  

  Business Response

  Date: 07/30/2024

  ******* - hi!

  Thank you for reaching out and for being our Guest! After reviewing your order details, we see that it did not qualify for the free shipping promotion (subtotal of $75 or more after coupons). That being said, we have processed a refund of $10.94 ($9.95 shipping plus tax) to your original form of payment as a measure of Guest satisfaction.

  Should you have any questions, please do not hesitate to reach out again to our team.
  

  Bear hugs,
  

  *****

  Manager - Guest Experience
  

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/13/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 25, 2024 i placed an order with build a bear. After weeks of no delivery I called them and they advised that I had to wait for the package to be rerouted back to their warehouse and then I could either request a refund or they would ship it back out to me. I waited and ***** delivered it to the wrong city. I called ***** and they said that only Build a Bear could request a package pickup. I called build a bear only to receive the worst customer service responses, they would not put me in touch with anyone that could help. I felt they were too busy for such small requests but I just have one question about how I may request a package pickup and redelivery since the item is now out of stock. I am requesting the company reach out to me.

  

  Business Response

  Date: 07/22/2024

  The package was misdelivered by the shipping carrier and not to our Guest. Unfortunately, the item is no longer available and cannot be reshipped to our Guest. A full refund has been processed to the original form of payment in the amount of $58.46 on Sunday July 14th.

  Customer Answer

  Date: 07/23/2024

  Complaint: 21984937
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the store to get a repair done on a bear that was purchased recently in a different state. The back seam came completely undone. When calling the store, the lady was rude and did not understand what I was saying. When I asked to speak to someone else, she refused and told me I was being a racist because she wasn't understanding what I was saying. It took me nearly 5 minutes of her being anything but kind to finally get an answer of when I could call and speak to someone else since she refused me to speak to anyone else and stated she is the only employee there which I know to be false. She then claimed to be the manager but refused to give me her name. All I would like is for the repair to be done since the bear is under warranty.

  

  Business Response

  Date: 07/22/2024

  Hello. We are working to connect with the Guest to provide a resolution. Once we have connected, a follow up will be provided. 

  Customer Answer

  Date: 08/06/2024

  Was reached out by the business and asked to send more information which I did. I was then told they would put me in contact with the district manager to further address what had happened including the employee accusing me of being racist for asking to speak to someone else. This never happened. 

  

  Business Response

  Date: 10/02/2024

  Hello, *******,

  Thank you for reaching out about her experience .  We never want to disappoint our Guests and would happy to help make this a brighter experience. Please provide a few additional details so that we can request a contact from the proper member of management to further address your concerns. Please share:
  

  Workshop location:
  

  Approximate date of purchase:

  Best contact #:

  Once we hear from you, we will determine next steps and follow up.
  

  Thank you.
  

  Customer Answer

  Date: 10/12/2024

  This was purchased at the **************** location in **********************. It was purchased in April. This complaint has NOTHING to do with that store. This complaint is solely directed towards the *********, ****** location. The location where the inappropriate interaction took place. I was told by build a bear (through this complaint channel) that I would be reached out to by a manager from that location, it still has not been done.

  

  Business Response

  Date: 10/16/2024

  *******- hi!  Thank you for the additional details. The details of your experience has now been shared with the District Manager of the ****************************************. Thank you.

  Customer Answer

  Date: 10/16/2024

  Complaint: 21982988
  
  I have reviewed the business' response and am rejecting it because:
  
  I would like to speak with the manager as I was told would happen MONTHS ago before reopening this as the business never followed through on what they said they would do, which was have them reach out to me 

  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 10/17/2024

  The District Manager contacted our Guest and talked through the experience. ******* has already visited the store to have the animal in question repaired. No further action is needed.

  

  Business Response

  Date: 10/28/2024

  Hi - Our Guest had an issue with a product purchased earlier this year. She reached out to a store to seek assistance. After receiving a disappointing/frustrating interaction with the store manager, she contacted the BBB. We requested her contact details so that we could connect her with the District Manager to discuss the concerns. She has asked to speak with the manager (we believe of the store) however since she has spoken (satisfactorily) with the District Manager, we believe that this case has been handled completely. 

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  The business *finally* did what they said they would and made contact. I did not request to speak with the store manager specifically, just any manager. When the district manager called me earlier this month (which was the FIRST time any BAB representative had reached out) he informed me, it was the first time he had heard of the issue and the first time the request for my contact had ever made it to his desk. It was unfortunate to hear that there had been similar complaints made but it was nice to hear that he was taking the issue seriously and would make sure that going forwards other guests would not experience the same type of interactions. Due to the company finally showing some accountability, the request can be closed.
   
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:03/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bear back in September of last year. Everything was fine at first, I was excited to get my bear. A shipping label was created and waiting to be delivered. The tracking information says that they are preparing my order to get it shipped. I checked several times the shipment website to see if theres was any updates with the tracking details, but the package was still in the warehouse where the shipping label was created, I tried to contact build a bear via email and they told me to wait 40 days to get a new awnser, I waited the 40 days and got anything from them. I called the customer service because I got any update of my shipment. But they told me that my order was not in the system because is been more than 90 days since I placed it, meaning that they would not help me with my shippement issue. They told they cannot refund me in that case. The tracking number of my order still says that they are preparing my package since September of last year. The order never got lost because they never shipped it, is still in a warehouse sitting and accumulating dust somewhere in the other side of the world. Im very frustrated by this company. I hope to get a solution any time soon.

  

  Business Response

  Date: 04/04/2024

  A full refund has been provided for ******. Attached is the copy of the receipt. Thank you! 

• Initial Complaint

  Date:02/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bear with scent (order #W6253438) the delivery address was wrong and is undeliverable and they will not help me fix it in any way. I called ***** and they said *** had to fix it but *** said they do not do that and I have to just watch the tracking number until they got it back. Then they'd see what they can even do. How is that even ok? They took the money then refused to even be of any help when a shipping error occurred. I've gotten so many bears from them and yet the customer service is HORRIBLE! At this point I just want a refund. This is ridiculous.

  Customer Answer

  Date: 02/08/2024

  They sent a replacement after asking for the correct address, and it's sending it to the same address. When I contacted them about the mess up again they again said there is nothing they can do. Worst company to order from! 

  

  Business Response

  Date: 02/19/2024

  A replacement order was sent to ******** and delivered on 2/12/24. Thank you!

   

• Initial Complaint

  Date:02/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 20th my 7 year old daughter and her friend went to Build-a-Bear at **************; however due to their limited selection the associate recommended we go to the one at ********* on International. We drove the additional time and went through the extra hassle to go to this store only to be completely frustrated that we could not use the gift cards gifted to us.Upon proceeding to make the payment none of the associate were unable to scan or enter the two $25 Make a Wish gift cards given to us. We were asked to wait even though there was a lady spouting out vulgarities towards everyone in the store. They asked me to go to the website of the gift cards and look at there, but to no avail. So, even though I had the original Publix receipts for the gift cards purchase, the website showing the full balance on the cards and allowed them to rip the card (because the associate didnt know if there should be a physical card inside) it was of no use.This circumstance shouldve been handled completely different. The store should have just credited the $50 to the remaining balance and then figure out how to retrieve those gift cards into their account. I should not have had to wait at the store while this crazy scene was happening and little ones hearing out this lady. I should not have had to pay with my credit card all of the amount, and then be placed in a circumstance to have to reach out to corporate for a refund.I do not want store credit. I would like a refund for the amount of the gift cards that I was supposed to use. The build-a-bear stores are very far from my residence and I have no desire to purchase any additional things. Im very disappointed that the store icon Park was not equip to process the gift cards.If I had known The gift cards would NOT be redeemed at Build-A-Bear store I would have never purchased ANYTHING had I known Build a Bear would not refund the gift card amount.

  

  Business Response

  Date: 03/01/2024

  Unfortunately, the gift cards pictured in the photos were not from Build-A-Bear. The photos of the gift cards purchased showed they were from "Giving Good Cards."  According to their website, you may take the Make-A-Wish card and purchase gift cards from companies of your choice, like Build-A-Bear.  The Giving Good Card had not been used to purchase Build-A-Bear gift cards, so our systems were not able to accept the gift cards, since they were not from Build-A-Bear. It looks as if ******* may be able to visit the "redeem.giftcards.com" website listed in the photo and redeem the gift cards for Build-A-Bear or another company. We have forwarded a gift card to her email as a goodwill gesture and an apology for any confusion. Thank you! 

• Initial Complaint

  Date:02/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a complaint against build a bear. I ordered two products on the 16th of January, I received an update on the 17th that a label had been created. That was the last update I received. I have called 4 to 5 times now, only get excuses such as the weather is bad or they have yet to receive an update from ***** etc. A few days later after my initial delivery date for my package, I called ***** and they informed me that they have not even received the package. I called Build a Bear back and informed them of the information that ***** told me, and they proceeded to tell me to give them 2 hours so they could call their warehouse and they would call me back, I never received a call back and I gave them an extra 24 hours after they said that, called them back today on February 1st an they told me that there was nothing written down in my case, about them contacting the warehouse and they told me they can not even call the warehouse, I asked for a representative they first asked if i still need my product then said to give them an extra few more days after i said yes, I asked why they lied to me multiple times and they would not give me an answer and hung up. I would love for the company to get my my order, not try to force me to cancel when I cant even buy one of the two products anymore due to it being an online exclusive and being out of stock.

  Customer Answer

  Date: 02/05/2024

  I am an customer of Build A Bear and I have yet to receive my order that was placed on January 16th,  I have provided my order confirmation from build a bear's website along with the tracking information from *****.  I have also provided an email from the build a bear guest services stating that my package was in transit but the information from ***** shows they have yet to recive it.

  

  Business Response

  Date: 02/20/2024

  ********** order was delivered. As an apology and goodwill gesture for the delay, her shipping fee was refunded and a $10 certificate was issued to her for future shopping. Thank you! 

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a few items and I told the company Im traveling out of state so to please cancel my order and they refused and told me it can maybe be cancel or be delivered back to them if nobody answers the door. Then I am told by the company the package was delivered and I call a neighbor and they said they dont see anything at my door. I contacted the carrier and they told me the company is the one who needs to file a claim and they were the ones supposed to call to cancel the delivery. In the images provided it shows I tried cancelling the order days ahead of time.

  

  Business Response

  Date: 02/22/2024

  A full refund was issued for ******* order. Thank you!

  Customer Answer

  Date: 02/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 4 th of Dec, i ordered a bear, from build a bear for Christmas. after completing the order, including the personal message. I was sent a tracking number, on Dec 6th. stating the item would be delivered between Thurs the 14th and sat the 16th. I ve checked the tracking number several times, and item still hasn't shipped on the 18 th. so, i made a phone call on the 14 th and the 18th. about this item. And basically, just getting the run around. So, 83,77 is in limbo. I dont see the bear making it by Christmas.

  

  Business Response

  Date: 12/26/2023

   

  ********* order was delivered on 12/21/23. Thank you!

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2 stuffed animals with personalized voice recordings in them. I received an email with a phone number to call into and make the recordings. I was given 20 secs for each recording but no way of knowing which animal went with which recording so I called and was told. Made the recordings and once I received the animals, the recording were wrong and one of the recordings cut off the first word. So after several phone calls (several being hung up in it “dropped” I was told there would be a replacement of the animals sent with the proper recordings. I was told I would receive an email confirmation of this within a few minutes. Never received an email and when I called again, the customer service person put me on an extended hold and then the called disconnected. Attached are the phone calls I’ve made, or including the 2 I’ve made today and the screen shots of the email with the correct animal noted that I was told when I called on Nov 30th.

  

  Business Response

  Date: 12/26/2023

  ***** replacement order was delivered on 12/14/23. Thank you!